IT Infrastructure Library (ITIL) Foundation

IT Infrastructure Library (ITIL) Foundation

Course Length: 3 Days

If you are an IT professional looking to get into IT service management using ITIL best practices, the IT Infrastructure Library (ITIL®) Foundation Certification (2011 Edition) course is the first step in your preparation. The course will prepare you for the ITIL Foundation exam, introducing you to basic concepts used in IT service management. In this course, you will acquire the essential skills and information necessary to lead and manage an IT business service through every stage of its lifecycle.

Implementing and supporting IT services in the workplace can often be a daunting task since all organizations differ in key ways. Whether it’s upgrading from one service to another, improving an existing service, or designing a service from scratch, business-focused leadership and management are crucial elements of services that your customers will perceive as valuable. The course will prepare you for the ITIL Foundation exam, introducing you to basic concepts used in IT service management. In this course, you will identify the fundamental concepts of ITIL to help prepare yourself for the Foundation Certification.

Course Schedule

GTR = Guaranteed to Run!

No Scheduled Courses.Call (919) 283-165 to get a course scheduled in your area!

Is this Course for me?

The target student is any IT professional who works in IT service support and delivery: including Service Desk/Help Desk managers and staff; IT department managers; or any other IT support and delivery roles; who either wishes to advance to service management, benefit from the knowledge of a de facto standard for describing IT service and support, or who wishes to refine their skills in their current service management job to include ITIL best practices.

Pre-requisites

Familiarity with IT terminology and IT-related work experience are recommended.

Course Objectives

In this course, you will describe the fundamental concepts of ITIL®, and identify the stages of the IT Service Management Lifecycle. You will do so by first analyzing existing services in the Continual Service Improvement (CSI) state, and then working back through the service lifecycle to the initiation of services in Service Strategy (SS).

You will:

Describe the history and basic concepts of ITIL.

Describe Continual Service Improvement in the IT Service Lifecycle.

Describe Service Operation in the IT Service Lifecycle.

Describe the various functions of Service Operation Lifecycle in the IT Service Lifecycle.

Describe Service Transition in the IT Service Lifecycle.

Describe Service Design in the IT Service Lifecycle.

Describe Service Strategy in the IT Service Lifecycle.

Project Management Course Outline

Lesson 1: Introduction to ITIL

Topic A: ITIL Basics

Topic B: The Service Lifecycle

Lesson 2: Continual Service Improvement

Topic A: Basic Concepts of Continual Service Improvement

Topic B: CSI Principles

Lesson 3: Service Operation

Topic A: Basic Concepts of Service Operation

Topic B: The Event Management Process

Topic C: The Incident Management Process

Topic D: The Problem Management Process

Topic E: The Request Fulfillment Process

Topic F: The Access Management Process

Lesson 4: Service Operation Functions

Topic A: The Service Desk Function

Topic B: The Technical Management Function

Topic C: The IT Operations Management Function

Topic D: The Application Management Function

Lesson 5: Service Transition

Topic A: Basic Concepts of Service Transition

Topic B: The Transition Planning and Support Process

Topic C: The Change Management Process

Topic D: The Service Asset and Configuration Management Process

Topic E: The Release and Deployment Management Process

Topic F: The Knowledge Management Process

Lesson 6: Service Design

Topic A: Basic Concepts of Service Design

Topic B: The Design Coordination Process

Topic C: The Service Level Management Process

Topic D: The Service Catalog Management Process

Topic E: The Availability Management Process

Topic F: The Capacity Management Process

Topic G: The Information Security Management Process

Topic H: IT Service Continuity Management

Topic I: The Supplier Management Process

Lesson 7: Service Strategy

Topic A: Basic Concepts of Service Strategy

Topic B: The Financial Management Process

Topic C: The Service Portfolio Management Process

Topic D: The Demand Management Process

Topic E: The Business Relationship Management Process

Appendix A: Syllabus Mapping

ITIL Foundations Certification

Learn the principles for implementing ITIL best practices

ITIL® concepts provide a baseline for how to support business outcomes, enable business change, manage risk in line with business needs, optimize customer experiences, show value and continuously improve. Our ITIL Foundation course helps IT professionals understand ITIL terminology, processes, and innovations that can change the way they do business. Foundation is a prerequisite for follow-on ITIL Intermediate courses. The ITIL Foundation Certificate is worth two credits in the ITIL Qualification Scheme.

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